Senior Administrator - English, Arabic, Microsoft Windows

HCL Technologies Limited; Madurai District; On-site; INR 550,000 - 900,000; Full time

Job summary

HCLTech is seeking a Senior Administrator to oversee the English, Arabic, and Microsoft Windows service desk operations in Madurai, Tamil Nadu. The role focuses on SLA adherence, incident management, and 24x7 coverage for a multinational user base.

Candidate will lead L1 analysts, drive customer satisfaction, and coordinate with higher-level teams to ensure rapid restoration of services. ITIL experience and proficiency in ServiceNow are essential.

Qualifications

• Senior Administrator with a focus on service desk operations.
• Proficient in ITIL processes and incident/problem/change management.
• Experience leading L1 support teams and handling escalations.

Responsibilities

• Lead the Level 1 Service Desk team and ensure SLA compliance.
• Log, categorize, prioritize, and resolve incidents and requests promptly.
• Monitor queues and manage 24x7 shift coverage and staffing.
• Serve as first escalation point and coordinate with L2/L3 teams.
• Perform incident lifecycle management per ITIL standards.
• Prepare and review daily/weekly/monthly operational reports.
• Coach and develop Service Desk analysts and monitor KPIs.

Tools

ServiceNow

Microsoft 365 / Office 365

Windows Troubleshooting

Teams

BeyondTrust

AnyDesk

SCCM

Intune

DNS

DHCP

VPN

Job description

Senior Administrator - English, Arabic, Microsoft Windows Senior Administrator - English, Arabic, Microsoft Windows India Job Description Senior Administrator - English, Arabic, Microsoft Windows Madurai, Tamil Nadu

Job Summary

Job Description : The Service Desk Lead (L1) is responsible for overseeing day-to-day service desk operations, ensuring SLA adherence, managing L1 support analysts, driving customer satisfaction, handling escalations, and continuously improving service delivery processes while serving as the primary bridge between end users and higher-level support teams.

Demand Unit : Senior Administrator - English, Arabic, Microsoft Windows

Key Responsibilities

Job Responsibilities : • Lead and manage the Level 1 (L1) Service Desk team. • Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests. • Monitor ticket queues and ensure SLA compliance. • Manage shift schedules and resource allocation for 24x7 support environments. • Act as the first escalation point for unresolved issues. • Ensure proper incident lifecycle management according to ITIL standards. • Coordinate major incident communications and escalations. • Drive quick restoration of services by collaborating with L2/L3 support teams. • Monitor recurring incidents and recommend preventive actions. • Coach, mentor, and develop Service Desk analysts. • Conduct performance reviews and provide continuous feedback. • Ensure high customer satisfaction through effective service delivery. • Handle escalated customer concerns professionally. • Track KPIs and service desk metrics. • Prepare daily, weekly, and monthly operational reports. • Analyze trends related to incidents, requests, and user satisfaction. • Support audits and compliance requirements. • Identify opportunities for automation and service improvements. • Maintain and improve knowledge base articles. • Implement corrective and preventive actions based on trend analysis.

Skill Requirements

Skill Requirement : • ServiceNow • Incident, Request, Problem, and Change Management. • Microsoft 365 / Office 365 administration. • Windows Desktop and Laptop Troubleshooting. • Basic Networking (TCP/IP, DNS, DHCP, VPN). • Remote Support Tools (Teams, BeyondTrust, AnyDesk, SCCM, Intune). • ITIL Foundation certification preferred. • Incident and Major Incident Management. • Team management and coaching. • Workforce planning and scheduling. • Escalation management. • Decision-making and problem-solving. • Conflict resolution. • Root Cause Analysis (RCA). • Service performance monitoring. • Reporting and dashboard analysis. • Customer handling and stakeholder management. • Executive-level reporting capability. • Good presentation and documentation skills.

Other Requirements

Other Requirement : 24 X 7 Global Support Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered on digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.